Computer Systems Support Specialist

Job Description

Job Description

Performs skilled technical work in the installation, configuration, support, monitoring, maintenance, security, and improvement of the City and County of Butte-Silver Bow’s computer systems, network infrastructure, wireless systems, endpoint environment, authentication systems, backup platforms, patching processes, automation tools, and related business technology services.

This position is built around network operations as the core goal of the role and is also a key part of daily help desk operations and customer service delivery. The incumbent supports secure, reliable, and well-documented wired and wireless network services across County facilities while also providing direct end-user support through ticket intake, troubleshooting, escalation, communication, follow-through, and resolution.

The position supports Windows Server, Microsoft Entra, Intune, Microsoft Authenticator, SharePoint administration, Teams administration, mobile device management, backup and recovery operations, patching, and approved workflow automation, as assigned. Work includes on-site technical support, documentation, standards enforcement, vendor coordination, process improvement, and operational support of enterprise systems used by County departments. Performs related work as required.

This is advanced technical support and systems operations work focused on maintaining stable, secure, and supportable County technology services, with primary emphasis on network and Wi-Fi availability, performance, security, and standardization, while also functioning as an important part of the Department’s help desk and customer support model.

The incumbent must be able to support enterprise switching, routing, wireless access infrastructure, endpoint connectivity, authentication workflows, patching operations, backup validation, device management, automation support, and business system operations in a local government environment. The work requires strong hands-on troubleshooting ability, sound judgment, clear documentation, a strong customer service approach, and the ability to respond to issues on site and through the help desk process.

Because the position supports physical sites, network equipment, wireless coverage, endpoint deployment, and direct staff operations, the work is primarily on site. The incumbent must be able to travel between County facilities, respond in person when needed, and support operational technology requirements that cannot be performed remotely.

This class differs from clerical or entry-level support classifications because it requires independent technical analysis, infrastructure troubleshooting, systems administration support, security-aware decision-making, responsibility for operational standards, and the ability to provide timely, professional, and accountable customer support.

This position is covered under the applicable Collective Bargaining Agreement.

Examples of Essential Work (Illustrative Only):

• Installs, configures, maintains, and troubleshoots wired and wireless network equipment, including switches, access points, controllers, cabling interfaces, VLANs, and related infrastructure.
• Supports County Wi-Fi systems, including SSID configuration, authentication settings, radio optimization, coverage validation, roaming support, device onboarding, and wireless performance troubleshooting.
• Assists with network segmentation, access control, network documentation, and enforcement of network standards.
• Performs on-site troubleshooting of network outages, poor wireless coverage, switching issues, cabling problems, and endpoint connectivity failures.
• Assists with firewall support, secure remote access support, network change control, and coordination with telecommunications or fiber vendors, as assigned.
• Serves as a key part of daily help desk operations, including ticket intake, triage, troubleshooting, escalation, documentation, resolution, and closure.
• Provides direct customer service to County employees in person, by phone, by email, and through the ticketing system.
• Supports walk-up, scheduled, and incident-based service requests and ensures that work is documented through approved ticketing and support processes.
• Communicates clearly with users regarding issue status, expected next steps, required user action, and final resolution.
• Escalates issues appropriately when problems fall outside assigned authority, scope, or technical specialty.
• Assists with onboarding, workstation setup, device replacement, office moves, and user support processes tied to help desk operations.
• Supports Microsoft Entra administration, including user accounts, group membership, access support, password reset processes, and identity-related tasks.
• Supports multifactor authentication operations using Microsoft Authenticator and related Microsoft Entra methods for staff and administrators.
• Supports Intune and mobile device management operations for desktops, laptops, and mobile devices, including enrollment, compliance, configuration profiles, application deployment, and device security settings.
• Supports SharePoint administration and Teams administration, including permissions, ownership, access troubleshooting, and service support.
• Performs backup support duties using Rubrik or assigned backup systems, including job monitoring, restore testing, escalation of failures, documentation of backup status, and assistance with recovery procedures.
• Assists with process automation and workflow improvement using approved tools and governed automation practices.
• Deploys, tests, and verifies operating system, application, firmware, and device patches in accordance with approved patch management procedures.
• Supports vulnerability remediation, endpoint hardening, secure configuration baselines, and operational security practices.
• Maintains technical documentation, diagrams, inventories, standards, procedures, and support records.
• Participates in change management, testing, rollout planning, after-hours maintenance, and incident response support as assigned.
• Coordinates with vendors, service providers, department staff, and other IT personnel to resolve issues and complete projects.
• Maintains confidentiality of sensitive information and complies with County policy, CJIS-related controls where applicable, and accepted security practices.
• Performs all duties and work assignments in a safe, healthy, and environmentally sound manner.
• Performs all duties and work assignments in compliance with project quality requirements.
• Performs other duties as assigned.

Required Experience, Training, Knowledge, Skills, and Abilities:

Required Knowledge, Skills, and Abilities:

• Good knowledge of computer systems support principles, practices, and troubleshooting methods.
• Good knowledge of network support and Wi-Fi configuration, including switching concepts, VLANs, IP addressing, wireless access point support, SSID administration, network documentation, basic routing concepts, and performance troubleshooting.
• Good knowledge of network security practices, including segmentation, access control, least privilege, and change control.
• Good knowledge of help desk operations, including ticket triage, service prioritization, escalation, issue tracking, documentation, and closure practices.
• Good knowledge of customer service principles in a technical support environment.
• Working knowledge of Windows Server support, including server roles, file and print services, permissions, updates, and operational troubleshooting.
• Working knowledge of Microsoft Entra administration, including users, groups, authentication methods, role-based access, and identity security.
• Working knowledge of Microsoft Intune and MDM management, including enrollment, compliance, configuration profiles, application deployment, and endpoint security.
• Working knowledge of Microsoft Authenticator deployment and support for multifactor authentication.
• Working knowledge of SharePoint administration and Teams administration for permissions, support, and service operations.
• Working knowledge of backup procedures, restore validation, backup job monitoring, escalation workflows, and recovery support.
• Working knowledge of processing automation and workflow support using approved and governed automation platforms.
• Working knowledge of patching and security practices, including scheduled maintenance, test-before-deploy methods, risk prioritization, firmware and software updates, endpoint hardening, and remediation tracking.
• Ability to diagnose and resolve problems across network, wireless, endpoint, identity, and application layers.
• Ability to provide high-quality end-user support in a professional, respectful, and service-oriented manner.
• Ability to explain technical issues and solutions in plain language to non-technical staff.
• Ability to manage user expectations, follow up on unresolved issues, and maintain confidence during outages or service interruptions.
• Ability to balance infrastructure work with day-to-day support responsibilities in a busy operational environment.
• Ability to document systems, changes, support actions, and recovery procedures accurately.
• Ability to prioritize multiple tasks, respond to incidents, and complete assignments with limited supervision.
• Ability to establish and maintain effective working relationships with employees, supervisors, vendors, and public officials.
• Ability to provide direct on-site support in offices, network closets, equipment rooms, and field locations.
• Skill in customer support, technical training, technical writing, and practical problem solving.
• Skill in maintaining professionalism, patience, and accountability when working with frustrated or non-technical users.

Acceptable Education, Experience and Training:

• Graduation from a college or university of recognized standing with an associate’s degree, bachelor’s degree, or higher in Information Technology, Information Systems, Network Administration, Cybersecurity, Computer Science, Business Information Systems, or a closely related field; and
• Experience in network support, Wi-Fi administration, endpoint support, systems support, Microsoft 365 administration, identity support, or related enterprise technology operations; or
• A minimum of five years of progressively responsible experience in computer systems support, network support, wireless support, systems administration support, or related technical operations; or
• Any equivalent combination of education, training, certifications, and experience which provides the knowledge, skills, and abilities necessary to perform the work.

Required Special Qualifications:

• Must possess a current Montana Driver’s License or have the ability to obtain one within a reasonable period of time after employment.
• Current automobile insurance.
• Completion of background check; fingerprinting may be required upon employment.
• Must be able to work on site and travel between County facilities as required by the position.
• Must be available for scheduled maintenance, outage response, and operational support outside normal business hours when required.
• Must be a resident of Butte-Silver Bow County during employment according to Butte-Silver Bow ordinance.
  • “2.08.010 Residence during employment. From and after October 1, 1979, all employees of the local government of Butte-Silver Bow shall be bona fide residents within the boundaries of Butte-Silver Bow during the period of their employment by the government of Butte-Silver Bow. (Ord. 85 § 1, 1979)”

Essential Physical Abilities:

• Clarity of speech and hearing, with or without reasonable accommodation, which permits the employee to communicate effectively with employees, supervisors, vendors, and representatives of other organizations regarding technology-related needs, incidents, and solutions.
• Sufficient vision, with or without reasonable accommodation, which permits the employee to review monitors, dashboards, network indicators, logs, diagrams, reports, and related printed and electronic materials.
• Sufficient manual dexterity, with or without reasonable accommodation, which permits the employee to operate keyboards, tools, cabling components, mobile devices, and computer hardware.
• Sufficient personal mobility, with or without reasonable accommodation, which permits the employee to move between offices, wiring closets, equipment rooms, server areas, and other County facilities.
• Ability to transport, move, or position computers, monitors, switches, access points, and related equipment consistent with safety requirements and reasonable accommodation.

The City-County is an Equal Employment Opportunity Employer. It does not discriminate on the basis of race, color, religion, sex, age, national origin, physical disability, or veteran status.

This job description is a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities. Tasks and duties of the employee may differ from those outlined above.